Broadband issues since switching

[C_Barrett]

Good morning

Wonder if anybody can help at all, not being a super tech my self, I do understand basics

Since switching to VF Broadband back in September, we constantly face intermittent drop outs to devices streaming, it's so frustrating.  We live semi rural, so max speed is around 70mps, which should be ok

Doing recent speed tests, via the VF app, on some occasions it has dropped as low as 4.6mps, with no devices streaming!  Previous internet providers have been BT/EE, no issues what so ever in 7 years.  Also, since getting this new power hub, I have had to purchase third party boosters as the coverage around the house has dropped dramatically.  All streaming devices are connected to the main hub, not extensions as they are close by

After conversation with VF, they are laying the blame at our property, which was not the case with previous suppliers.  They have looked at the speed and see a constant 60-70mps, which contradicts speed tests I have done.  One call advisor said I need to boost signal to the Sky Glass, which is 10ft away in the same, open plan room!  VF are no help at all, to quick to lay blame at everything except their own router, which in my opinion is not fit for purpose.  My brother, who is an IT expert (working for a global IT company a senior tech)  also says the power hub router is the issue

We are at our wits end with this, we can't even watch a film without the signal dropping 6/7 times!  Indecently, when we go to the sky glass settings to re-connect, there is no IP address showing at all

Any help greatly appreciated as VF don't want to know!  They want us to upgrade to the next speed and buy boosters from them, my question is we only get a max 70ish mps, so how is paying for over 100mps going to solve the issue? 

Speed tests below

29/12 @ 09:43 - 60mps

29/12 @ 10:16 - 15.3mps (nothing streaming)

29/12 @ 10:17 - 6.6mps (nothing streaming)

29/12 @ 10:20 - 4.6mps (nothing streaming)

29/12 @ 15:30 - 68.6mps son on Playstation 5 

Thank you in advance 

[Jayach]

I assume all your speed tests are done over Wi-Fi, they really need to be done over ethernet direct to the router to be meaningful.

However, having said that, it's interesting the playstation is showing a good speed, so what were the other speedtests done on?

You say you can only get a max speed of 70mbs, so I assume you are still on VDSL, who were you with previously and do you still have their router, and did you get full coverage without using boosters?

[C_Barrett]

Hi, thanks for the reply

Devices connected during the other speed tests were a ring doorbell and floodlight cam, an app controlled heating thermostat, 4 Sonos speakers which were connected but not streaming at the time.  Also connected were 3 iPhones, not being used but were connected.  We do have 2 boosters connected at all times, this is due to the fact our new Power Hub is not powerful enough to cover the whole house.  The previous BT/EE routers worked faultlessly and did cover the whole house without drop outs.  Unfortunately, BT/EE both required their routers be sent back 

My Brother has suggested lending me his old third party router and installing for me, see if it makes a difference

[Jayach]

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@C_Barrett wrote:
My Brother has suggested lending me his old third party router and installing for me, see if it makes a difference

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That sounds like a good idea, just to prove a point. If it does work better, it may be worth configuring it as a access point and running it from the Vodafone router, thereby proving it is just a Wi-Fi problem with the Power Hub.

I was inquiring on what devices, other than the playstation, the speedtests were run on. not what other devices were connected at the time. It would be interesting to know if the playstation has good speeds at all times.

[C_Barrett]

I have run speed tests using the sky glass, streaming, which is also perfectly fine, over 50mps.  Even running both the Playstation and Sky Glass, it's still over 50mps.  Randomly, its drops less than 20mps with no streaming devices running.  Vodafone are still blaming my house, their customer services are so frustrating to deal with, they just will not help at all.The last call, they blamed my HP printer.  Turned that off, still the same.  I give up, I want to change provider however stuck in a contract with a 18 months left to run.  Run out of energy trying to get anywhere with VF, they are just not interested!  

[C_Barrett]

My wife also has medical equipment connected to wifi, that needs to send data to a team.  My concern is this not all the information will be sent, potentially causing an issue.  I wish I never signed up with VF! 

[Jayach]

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@C_Barrett wrote:
 Run out of energy trying to get anywhere with VF, they are just not interested!  

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Did you not get the chance to try with a different router?

It's still difficult to identify if your problems are just Wi-Fi related or something else. Try to stick with running speed tests on one (preferably wired) device and see if speeds are consistent throughout the day.

As for getting out of the contract with Vodafone, raise an official complaint, and don't let them close it until you are satisfied.

Within 8 weeks, if they haven't resolved it, you will be given a "deadlock letter" and with that you can go to arbitration with CISAS and their decision will be binding on both parties. Hopefully it wont get that far, but do keep records of your contacts with Vodafone. 

Complaints | Vodafone UK

Complaints Code of Practice | Vodafone UK

Submit a Complaint About a Telecommunications Provider - CEDR

Best of luck

[Rabnbonnie]

I am experiencing very similar problems since my full fibre installation in November 24, I was previously with Sky 10Mbps receiving 13Mbps because there was no FF available at my locality, there were very few dropouts or buffering over the past few years ,City Fibre installed cables outside my property which resulted in me taking out VFF, I am on the social tariff with 70Mbps with results showing 80Mbps but overall the coverage in my bungalow is abysmal , my router is in the living room on a shelf 1.5 metres high, my daughter visited at Christmas and signed in to her Amazon prime account to watch a film but the buffering was so bad that we abandoned the film , my Netflix appears to be okay in the living room 3 metres away from the router but my tv in the dining room 4 metres away from the router only 50% of the time connects with the router

My TV in the dining room doesn't retain the login details for my internet when unplugged and I have to enter the password every time I plug in the TV , my router has the original factory default settings which may be part of the problem but I am loath to start experimenting with the settings in case it makes the problems worse , any advice gratefully accepted

[C_Barrett]

Their customer services will just blame everything except their own kit, which in my eyes is not fit for purpose in anyway shape or form.  However, they will just lie and wriggle out of anything.  I will go through their contract when I have time, just sick and tired of speaking to them now and getting fed the same lies.  EE was costing £10 more a month, but it was hands down far better than VF, full coverage around the house and no drop outs 

[Rabnbonnie]

Thanks for your response C Barrett , it appears looking through the various forums that there is a lot of dissatisfaction with VF's lower level router with regular dropouts and bad wi fi coverage across people's homes, it seems there is more satisfaction and less complaints about the equipment (router) of the more expensive plans and the availability of free wi fi range expanders

My natural cynicism leads me to believe that this is a deliberate ploy of the company to encourage a bigger uptake of the more expensive plans , offering very competitive pricing but supplying inferior equipment to the lower level plans whilst still retaining custom through their contract signups, if this is actually the case I find it counter productive, as their retention rate is always based on customer satisfaction which will plummet if customers have to keep contacting CS due to dropouts and poor range wi fi

I have tried contacting CS but their offshoring it to India makes it extremely difficult for communication